On-Call workflow is not triggering through csm portal when a case is raised

[mastanbe]

Hi All, 

The requirement is On- call workflow is not triggering through portal when user submits the S2 case but in native ui  when user submits the s2 case then the on- call notify workflow is triggering. 
This S2 notify on call workflow will trigger throught after insert business rule. Kindly see the BR conditions and script. 
Through support portal the case is created by using the record producer create a support case and assignment group is also populated. kindly please help me on this one.

[Ankur Bawiskar]

@mastanbe 

are you sure the BR conditions are getting satisfied with the field values given?

If yes then BR will trigger and workflow should trigger

what debugging did you do?

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[mastanbe]

I have removed the filter condition ,at the time BR is trigering the workflow. 

[Ankur Bawiskar]

@mastanbe 

then it clearly means when your record is submitted from portal 1 or more than 1 conditions are not getting true

the record which gets inserted has these below matching values?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[mastanbe]

but we require these conditions so what we can do in this case